Rachael Bartlett Email and Phone Number

MEASURING COMMERCIAL PERFORMANCE AND FORECASTING KEY RESULTSUsing complex datasets to forecast key results, and identify risks and deviations to KPIs that will affect future performance so we can take action well in advance Sales segment and commercial performance tracking and measurement Developing the KPIs which give insight on our future performance, using Falconi Management By Objectives to focus on what’s most important to achieve the Commercial Annual Plan. Are we… Show more MEASURING COMMERCIAL PERFORMANCE AND FORECASTING KEY RESULTSUsing complex datasets to forecast key results, and identify risks and deviations to KPIs that will affect future performance so we can take action well in advance Sales segment and commercial performance tracking and measurement Developing the KPIs which give insight on our future performance, using Falconi Management By Objectives to focus on what’s most important to achieve the Commercial Annual Plan. Are we on track and are we on track in the right waysReporting to the Commercial Exec Team, Board and Corporation levelsWorking across the business to influence key decisions on profitability and pricing, retention, cost to serve, and customer satisfaction Show less

USING THE VOICE OF THE CUSTOMER PROGRAMME TO IMPROVE LOYALTY• Identifying the moments of truth through research, including the design and management of NPS, Satisfaction and Ease surveys for customers, employee engagement and our third-party partners. Drivers of loyalty (NPS) are identified through robust outer loop analysis of surveys, root cause analysis of cases and complaints, implementing text analytics and customer journey mapping. Meaningful reporting is a key output and… Show more USING THE VOICE OF THE CUSTOMER PROGRAMME TO IMPROVE LOYALTY• Identifying the moments of truth through research, including the design and management of NPS, Satisfaction and Ease surveys for customers, employee engagement and our third-party partners. Drivers of loyalty (NPS) are identified through robust outer loop analysis of surveys, root cause analysis of cases and complaints, implementing text analytics and customer journey mapping. Meaningful reporting is a key output and enables informed decision making across key touch points.• Implemented NPS inner loop resolution management process• Customer Journey Mapping, and using AGILE methodology creating prioritised initiatives, including progress tracking and Board level reporting.• Briefing and managing relationships with research agencies to produce actionable research in line with business priorities.A PROVEN ABILITY TO MAKE A DIFFERENCE• Communicating improvement opportunities, influencing and stakeholder management has been key to my successes. • Employee Dialogue Group staff representative, liaising and negotiating with Board members to improve staff engagement. CREATIVE AND COMMERCIALLY MINDED• Successful research project resulted in an increase of orders through improved product design and communications.• Collaborated with industry publication, generating marketing collateral and brand awareness. Show less

Driving the development of the Salesforce.com application to ensure that the system meets the needs of the company in driving Commercial activity. Delivered training programmes to the internal commercial team, improving visibility of sales activity on Salesforce by 65%, enabling improved pipeline planning.Project Management of the implementation of Salesforce Apps including ‘gamification’ to drive sales activityCustomer survey deployment through Salesforce App

Identified £1m of cost savings for customers through policy improvement recommendationsImproved efficiency of the team by 30% by standardising and automating manual tasks Query resolution including root cause analysis, and liaising with other departments to ensure long term improvement of processesUsing my in-depth understanding of business processes and policies, in conjunction with my excellent network of contacts to overcome roadblocks and provide the best for both the client and… Show more Identified £1m of cost savings for customers through policy improvement recommendationsImproved efficiency of the team by 30% by standardising and automating manual tasks Query resolution including root cause analysis, and liaising with other departments to ensure long term improvement of processesUsing my in-depth understanding of business processes and policies, in conjunction with my excellent network of contacts to overcome roadblocks and provide the best for both the client and the companyProviding expertise in ad hoc projects including enhancements to systems Show less

Responsible for the smooth running of 2 of LeasePlan’s largest blue chip clients by:Advising and liaising directly and effectively with the customer and with all internal departmentsResponsibility for weekly face to face Operational meetings with the clientResolution of escalated queries and complaints and ensuring cost effective resolutions for the customer, the end user and the company.Designing and completing reporting packs, which supplied relevant information on trends… Show more Responsible for the smooth running of 2 of LeasePlan’s largest blue chip clients by:Advising and liaising directly and effectively with the customer and with all internal departmentsResponsibility for weekly face to face Operational meetings with the clientResolution of escalated queries and complaints and ensuring cost effective resolutions for the customer, the end user and the company.Designing and completing reporting packs, which supplied relevant information on trends and costs.Using project management skills when implementing new procedures. Ensuring team members work effectively to the most profitable state Show less

Tested a new in-house web based quote and ordering system to ensure the integrated business needs were met and questioned any practices that were unworkable in practice

Direct customer and end user contact. Quoting and ordering for specific blue-chip companies. First point of contact for any urgent queries or issues